OceanPay Card FAQ's' | Wire Service FAQ's

OceanPay MasterCard® Prepaid Card FAQ's

How do I activate my card?

It is very important that you activate your MasterCard Prepaid card when you receive it. Select "Need a Login?" and have your card number available. Once you are enrolled, you can access your account information online.

You can also call Customer Service at the phone number listed on the back of your card. Simply follow the automated instructions.

What is my 4-digit PIN?

You will create a 4-digit PIN when you login to your account the first time.

Do not write down your PIN or share it with anyone.

What if I forget my PIN?

Go to the OceanPay website (the website address is located on the back of your card) and select the "Customer Support/Service" link. You can also call Customer Service at the phone number listed on the back of your card and a representative will assist you. If you enter an incorrect PIN 3 times, your card will be restricted until you contact Customer Service.

How does my payroll get deposited?

Your employer will electronically deposit payroll to your MasterCard Prepaid card. Contact your employer for payroll inquiries; Customer Service does not receive information regarding your payroll.

How do I get cash from my card?

You can withdraw cash worldwide from your MasterCard Prepaid card at any participating ATM that displays the MasterCard® Acceptance Mark, provided you have the funds available. Select "Checking" as the transaction type. You can also access "cash back" when making a debit purchase using your 4-digit PIN at participating merchant locations.

Can I take my card into a bank to get cash?

Some banks allow you to use your MasterCard Prepaid card to obtain cash inside the bank, provided you have the funds available.

Where can I use my card?

You can use your MasterCard Prepaid card at over 30 million locations worldwide and at more than 1.5 million ATMs which display the MasterCard Acceptance Mark.

Can I shop online?

You can use your MasterCard Prepaid card to shop online. You must use the address and phone number that appears in the "Account Holder Profile" when you login to your account online. Some online merchants may not accept orders if the shipping address is different than the address on file. Before making your purchase, contact the merchant regarding their shipping policies.

How do I check my balance?

You can check the balance for your MasterCard Prepaid card online (the website address is located on the back of your card), at an ATM, or through the automated telephone system. For ATM and automated telephone balance inquiry, you will need your 4-digit PIN.

What is the Email Alerts feature?

The Email Alerts feature notifies you via email when funds have been added or removed from your OceanPay Card. You can also receive a low balance notification.

How do I set up the Email Alerts?

You will automatically receive email alerts at the email address that was provided by to OceanPay by your employer. You may update your email address through the "Edit Account Holder Profile" page on the cardholder site.

Can I let someone else use my card?

Absolutely not! Your MasterCard Prepaid card or PIN should not be given to anyone. For security purposes, do not write down your PIN or share it with anyone. If you give your card or PIN to anyone, it will be treated as if you had authorized the person the right to use your card and you will be held responsible for any transactions initiated by such person.

What if my card is lost or stolen?

It is very important that you notify Customer Service immediately at the phone number listed on the back of your card or in the "Contact Us" link when you login to your account online. Customer Service will restrict your lost or stolen MasterCard Prepaid card and send a replacement card to the onboard printer in your OP Representative's office, or to the address on file. If you are no longer onboard, go to the OceanPay website (the website address is located on the back of your card) then select the "Customer Support/Service" link to make arrangements for your replacement card to be sent to you at home.

Do I need to enroll my replacement card so I can access my new card account online?

You do not need to enroll your replacement MasterCard Prepaid card if your previous card was enrolled. Your user ID and password will remain the same. The first time you log in after receiving your replacement card, you will have to activate your card and create a new PIN.

Does the card expire?

Yes, the expiration date is printed on the front of your MasterCard Prepaid card.

Will my card automatically renew?

No, it will not. If you are onboard, your employer will make arrangements for your card to be renewed. If you are no longer onboard, go to the OceanPay website (the website address located on the back of your card), then select the "Customer Support/Service" link to make arrangements for your renewal MasterCard Prepaid card to be sent to you at home.

Can I add cash tips or personal funds to my card?

Tips can be added to your OceanPay card through your employer. Please make arrangements with your employer to include your tips in your payroll deposit.

How does the currency conversion work?

Your MasterCard Prepaid card balance is maintained in Euros (EUR). When you use your card in a country with a currency other than Euro for purchases or cash withdrawals, the network assesses a currency conversion fee. The fee is a percentage of the amount converted and is assessed on each international transaction. The transaction will be converted to its Euro equivalent and then deducted from your card. The fee amount is listed in your Cardholder Agreement.

How do I contact Customer Service about my MasterCard Prepaid Card?

If you need assistance with your MasterCard Prepaid card, please go to the OceanPay website (the website address is located on the back of your card), then select the "Customer Support/Service" link. This is a secure email system that will help verify and protect your identity as well as your personal information. You can also call Customer Service at the phone number listed on the back of your card.

What if I need to dispute a transaction?

If there is a transaction that you do not recognize or cannot resolve with a merchant, please go to the OceanPay website (the website address is located on the back of your card), and sign into the cardholder site. Choose "Dispute Form" in the Account Activities drop-down box and submit your name, email address, phone number, and a description of the transaction you are disputing.

What are the fees for the MasterCard Prepaid card?

Refer to the Schedule of Fees and Limits in your Cardholder Agreement for applicable charges.

Wire Service FAQ's

How is my Wire Service account setup?

Your account is automatically set up with MasterCard Prepaid card. There are no applications to complete.

How do I access the Wire Service?

Login to your OceanPay MasterCard Prepaid Card online (the website address is located on the back of your card), then select "Wire Service". You will then be directed to the Wire Service main page.

When can I send wires?

You can send a wire or draft payment immediately after the first deposit is made by your employer.

What is the difference between a wire and a draft?

A wire is an electronic transfer of funds from your MasterCard Prepaid card to another bank. A draft is similar to a check that is issued by Travelex.

When will my account be debited for a wire or draft?

The funds will be immediately debited from your MasterCard Prepaid card once the wire or draft is ordered.

How much does a wire or draft cost to send?

Please refer to the fee schedule located on the home page of this website for applicable charges.

What are the limits?

The maximum amount for a single wire or draft is €10,000.

How long does it take for a wire or draft to be sent?

Wires take 1 to 5 business days depending on the country where the beneficiary's bank is located. Drafts are printed and mailed from the United Kingdom. Please allow for additional mailing time for a draft to be received.

Are wires and drafts sent in foreign currency?

Wires or draft can be sent in foreign currency or Euro. Select a currency that is maintained in the beneficiary's bank. This is the most time and cost efficient way to send funds. The exchange rates offered by the Wire Service are calculated at a discounted rate by Travelex.

What is a beneficiary?

A beneficiary is an individual or company that you need to send funds to. You need to create a beneficiary before you can send a wire or draft.

How do I contact Wire Services?

If you need assistance with the Wire Services, go to the OceanPay website located on the back of the card, then select the Customer Service button.